家电科技Issue(z1)：347-353,7.DOI:10.19784/j.cnki.issn1672-0172.2025.99.073
CARE交互模型在智能家电客服系统中的应用研究
Research on the application of the CARE interaction model in smart home appliance customer service systems
刘强 1陈国平 2李猛 1马睿 3王岩4
作者信息
- 1. 海信集团工业设计中心 山东青岛 266100
- 2. 海信家电集团研发中心 山东青岛 266100
- 3. 聚好看科技股份有限公司 山东青岛 266104
- 4. 海信集团中国区营销总部客户联络中心 山东青岛 266071
- 折叠
摘要
Abstract
With the widespread adoption of smart home appliances and the trend toward fully interconnected homes,users' demands for seamless device interaction and enhanced after-sales customer service have significantly increased.However,traditional customer service models have long faced challenges such as insufficient intelligence and fragmented user experiences.To address these issues,proposes and reviews the innovative application of the CARE interaction model—integrating human-computer interaction and intelligent technology in smart home appliance customer service.The CARE model comprises four key dimensions:Comprehension,Agent,Rapport,and Ensemble UI,emphasizing deep understanding of user intent,autonomous agent capabilities,empathetic human-like interactions,and unified multimodal interface designs.Firstly,introduces the context and background of intelligent customer service within the home appliance industry,followed by the theoretical foundations and framework of the CARE model.It then elaborates on each design dimension with comparative analysis and summarizes typical application strategies and practical implications of the model in the industry.The research indicates that the CARE interaction model effectively enhances the humanization and intelligence of smart customer service.Furthermore,by integrating large-scale AI models and interdisciplinary design methodologies,the CARE model will play an increasingly pivotal role in shaping innovative customer service solutions within the home appliance sector.关键词
CARE模型/智能家电/智能客服/人机交互/设计创新Key words
CARE model/Smart home appliances/Intelligent customer service/Human-computer interaction/Design innovation分类
信息技术与安全科学引用本文复制引用
刘强,陈国平,李猛,马睿,王岩..CARE交互模型在智能家电客服系统中的应用研究[J].家电科技,2025,(z1):347-353,7.
